Senior Consultant, ServiceNow, ITSM
Job in
Philadelphia, Philadelphia County, Pennsylvania, 19117, USA
Listed on 2026-10-02
Listing for:
converge
Full Time
position Listed on 2026-10-02
Job specializations:
-
IT/Tech
IT Consultant, IT Business Analyst, Systems Analyst, IT Project Manager
Job Description & How to Apply Below
Application Modernization
Position Title:
Senior Consultant, Service Now, ITSM
Position Location:
Remote India
Reports to:
Vice President, Observability The person needs to work in US overlapping timings (5 PM to 2 AM).
Job Summary:
A Senior Consultant, Service Now specializes in IT Service Management (ITSM), Customer Service Management (CSM), and Configuration Management Database (CMDB). This role involves leading implementations, optimizing processes, and ensuring platform stability while aligning with ITIL best practices. The consultant will work closely with stakeholders to deliver high-quality Service Now solutions that enhance operational efficiency and customer experience.
Essential Functions:- Design, configure, and implement Service Now ITSM and CSM modules.
- Build and maintain CMDB structure, relationships, and integrations.
- Develop workflows, business rules, and automation scripts.
- Implement Incident, Problem, Change, Request, and Knowledge Management processes.
- Align ITSM workflows with ITIL best practices.
- Configure case management, portals, and customer workflows.
- Integrate CSM with external systems for seamless customer experience.
- Implement Discovery and Service Mapping for accurate CI population.
- Perform platform upgrades, patches, and ensure compliance with Service Now standards.
- Monitor system performance and troubleshoot issues proactively.
- Other duties as assigned.
Competencies:
- 5+ years of hands-on experience with Service Now implementation and administration.
- Strong expertise in ITSM, CSM, and CMDB modules.
- Proficiency in scripting (JavaScript, Glide) and integrations (REST, SOAP, APIs).
- Knowledge of ITIL framework and best practices.
- Excellent communication and client-facing skills.
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Service Now Certified System Administrator (CSA).
- Service Now Certified Implementation Specialist (ITSM, CSM).
- ITIL Foundation Certification
Position Requirements
10+ Years
work experience
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